Production Team Leader
West Corporation
Makati City, Philippines, Philippines
11d ago

Basic Function

  • Thisposition is responsible for developing production employees to achieveindividual, company, and client goals, while overseeing the work activities ofassigned production employees;
  • support the quality performance and sales skillsof agents by providing accurate response to questions with a sense of urgencyduring call processing.

    Major Job Accountabilities

    ProductionLeadership -Oversee the activities of assigned production employee by ensuring the functionis efficiently performed in a quality-

    oriented environment reflecting the Westvalues.

    Ensureproduction employees receive continuous development training after initialtraining has been completed in order to improve ability of assigned productionemployees

    Assistwith identifying areas where additional training is needed based on performanceof assigned production employees

    Coach,train, and develop subordinates to achieve quality performance

    Monitoroutstanding PINs (e.g. performance, attendance, etc.) on assigned employees,ensuring the conditions of PINs are prioritized for completion

    Coachassigned section of employees on excessive breaks, lunches, or tardiness toimprove overall efficiency of site

    Assistwith coaching and developing assigned group to achieve goals and qualityperformance, which may include role playing call scripts and providing feedbackon ways to improve conversion rates

    TeamDevelopment The most important aspect of the Production Team Lead Job is developing peopleto achieve individual, company and client goals.

    Developagent sales skills utilizing the 8 steps to coaching including; effectivecommunication, listening, role playing and skill building to enhance agentperformance

    Improveagent call processing skills to exceed client expectations for productivity,service and quality

    DevelopDaily Action plan evaluating and ranking performance of each agent

    Meetdaily with Supervisor to identify Production team lead objectives for the day

    Completegoal of 2 agent coaching conversations per hour with 2 call evaluations

    Improveagent morale by creating and maintaining a winning environment that contributesagent to agent satisfaction, productivity and commitment to West

    Reviewall current training related materials

    Developagent product, process and procedure knowledge

    FloorAssistance Support the quality performance and sales skills of agents by providingaccurate responses to questions with a sense of urgency during call processing

    Processa minimum of live calls to meet service level objectives

    Assistagents with procedure and sales questions, use of PC and telephone instrument

    Assistwith problem or irate callers to ensure client’s service requirements andescalation procedures are met

    Monitorand observe adherence to allotted break time and travel time to achieve West’s,goal of Labor Efficiency

    Directagents to seat assignment

    Communication To ensureeffective communication with agents in order to procure an environment that isproductive and will meet or exceed West and the client expectations

    NotifySupervisor of equipment failure

    NotifySupervisor of data processing errors

    Identifyand recommend opportunities to improve existing West or client process orprocedures to enhance productivity, efficiency, accuracy, and customersatisfaction


    Collegediploma preferred or at least 4th year college level. Minimum of Six (6) monthsAgent experience in West.

    Goodattendance for the last three (3) months

    Flexibilitywith work schedules

    TheProduction Team Leader will be expected to master the following to successfullyperform the job :


    Excellentproduct knowledge

    Exceptionalperformance as an agent working on the dedicated line group

    Skills and Abilities

    Developquality performance and sales skills of agents

    Understandand carry out oral and written instructions

    Attentionto detail

    Goodverbal and written communication skills

    Client Services

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